Work History

Zareena Shaikh

Senior Associate - Operations

Address Pune, India, 411048

Phone 787-***-****

E-mail ad2ib7@r.postjobfree.com

LinkedIn https://www.linkedin.com/in/zareena-s-shaikh/ WWW https://zety.com/profile/zareena-shaikh/259

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

2016-09 -

Current

Information Processing Specialist (Sr. Associate- Operations) Digital Convergence Technologies, Pune, IN

Assigned and monitored work flow to the team and also made sure all activities are closed on time.

Worked with clients to address and respond to their queries and requirements. Working for US process, I create more than 30 PDFs on daily basis using In-design and Quark tool for certain banks which are then published in Newspapers and Digitally on bank portal. Process includes high level of monetary details, successful in processing these without single error since last three years.

Excellent process knowledge. Responsible to do Start of Day (SOD) and End of Day reports (EOD) including few major process related reports .

Excellent performance delivered with zero errors and outstanding quality. Prior to this worked for B2B Semi-Voice process – US Process Handled 30 + publications of US, which included start to end process of Subscriptions. Took inbound calls (escalations) and made outcall to the customers whenever required. Processed Check and Credit Card payments as and when received in batches and on calls. Prepared daily, weekly and monthly reports and maintained them for future reference. Interacted with clients on daily basis via email or call, to make sure if we are meeting the expectations. Was trained in almost all the sub processes and executed all the duties with zero defects. Trained new team members in product and process.

Received multiple appreciations from the end customer and internal clients for providing on time accurate resolutions and delivering best customer service. Quality wise achieved Call quality (>98%) and Email Quality (>99%) Always Delivered as promised .

2015-05 -

2016-08

Senior Process Associate, Case Managers

TATA CONSULTANCY SERVICES

Played a role of CASE MANAGER i.e: we handled the orders from start to end (right from the order is place till the customer is connected to the Fiber line). Followed up with the customers as promised and as per the process sent Emails, SMS and call the customers whenever required

Supported Business Continuity Plan (BCP) during Chennai crisis Extended Shift whenever required and worked on Saturday and Sunday without taking a weekly off. Got trained in Order Built process and processed multiple orders to clear the backlogs during BCP. Supported BCP almost for a month.

Additional to my daily activities, prepared reports as and when required Conducted briefings in order to shared process updates. Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency. Also arranged refresher trainings for the agents who were having process related doubts due to which failing to achieve the targets. Quality wise achieved 98% and above

Always taken the feedback in a positive manner and worked towards the areas of improvement to avoid the same errors in future.

Also participated in the Fun activities and always encouraged the team to take part and enjoy the Fun at work activities.

2011-12 -

2015-05

Process Associate > Process Developer

GENPACT, Hyderabad

Worked for Google, joined Email Support for YouTube pilot batch. Seeing my skill set, I was identified for working on Internal Escalations (which meant to handle partner account issues only).

All over the World I was only person, who handled queries related to YouTube for Internal Googlers

(partners and advertisers) and VIP account holders. Prepared Training Document for Internal Escalation Process which was approved by the client. Responsible to handle work flow, assigning regular cases (emails) to agents and also sending out Start of day (SOD) and End of day reports(EOD report). Had created format of EOD report which was approved and being used on daily basis.

Conducted refresher trainings for agents when required. Promoted as Process Developer on 1st March 2013

Deep dives done for cases and also prepared RCA (root cause analysis) when required and also shared feedback to agents based on these deep dives. Released Leave Tracker for every month and also coordinated with team in managing leaves to make sure that process and work run smoothly.

Received Bronze Award for Best performer

Received Silver award for best performer of the Quarter Received number of appreciations from the internal Googlers, Clients, Partners, Advertisers etc all over the world.

Consistently achieved Highest Rating for 13 months. 2009-02 -

2011-08

Process Trainer

TATA Business Support Services Ltd, Pune, IN

Joined as CCE for TATA- Sky Voice process and then promoted as a Sr CCE within 8 months of joining the organization

Handled escalation calls as well as Service requests, co-ordinated with the Field Service team and the customer to ensure that the visits are done on time. Provided subject matter expertise on all company offerings. Promoted as a Process Trainer

Created unique materials to support training programs. Delivered robust training courses via classroom and e-learning programs. Deployed at Satellite Center as Trainer and handled entire training department for year. Also handled operations in absence of the TLs

Handled more that 20 batches with >98% throughput

Barged calls and provided feedback to the agents in order to improve their performance and know their AOI's

Created and oversaw refresher training programs for operations. Achievements at Work : Received multiple awards for maintaining TAT Received number of appreciations from the end costumers as well from the client. Skills

Education

Languages

Subject matter expertise

Excellent

Organization and Time Management

Excellent

Report preparation

Excellent

Account management

Excellent

Customer service expert

Excellent

Information processing

Excellent

2004-06 -

2005-05

Bachelors of Education: Mathematics And Science

Abeda Inamdar B.Ed, College - Pune

GPA:69%

2000-06 -

2003-10

Bachelor of Science: Physics

Poona College of Arts, Commerce & Science - Pune

GPA: 61.33%

Certificate Course in Computer Hardware

Govt. Polytechnic Institute - Pune, MH

GPA: 81%

Diploma in Computer Applications: Computers

NCPUL - Pune

GPA : 69%

English

Excellent

Hindi

Excellent

Marathi

Excellent

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